Senior Consultant - Service Management

Job Description 

OVERVIEW

Job Title

Senior Consultant

Job Code

Grade

I4

Group

Government Products

Division

Technology

Department

Technology Planning & Excellence

Unit

-

ROLE PURPOSE

The aim is to state the overall significance of the job from the organization’s perspective.

To lead and enhance IT Service Management practices across Technology by establishing service management standards, monitoring service performance, governing service level agreements, and driving service improvement initiatives. The role works closely with business and technology stakeholders to ensure services deliver measurable value, meet agreed performance expectations, and operate reliably and efficiently in alignment with Elm’s policies, procedures, and operational objectives.

KEY ACCOUNTABILITIES & ACTIVITIES

This section describes the principal outputs required from the job.

Key Accountabilities

Key Activities

1. IT Service Management Framework & Standards

• Develop and enhance service management frameworks, standards, and practices across Technology.
• Establish consistent approaches for managing technology services throughout their lifecycle.
• Assess service management maturity and identify opportunities to improve practices and controls.
• Provide expert guidance to technology functions on applying service management standards effectively.

2. Service Level Management

• Define, maintain, and monitor service level agreements and related service performance measures.
• Collaborate with business and technology stakeholders to ensure service expectations are clearly defined and understood.
• Analyze service performance against agreed targets and identify performance gaps.
• Recommend corrective and improvement actions where service performance does not meet agreed expectations.

3. Service Performance Monitoring & Reporting

• Establish and monitor service KPIs, operational measures, and performance indicators.
• Develop service performance reports, dashboards, and management insights.
• Analyze service trends and recurring performance issues to identify improvement opportunities.
• Provide recommendations that support informed operational and management decision-making.

4. Service Improvement Management

• Develop and maintain service improvement plans based on performance analysis, operational findings, and stakeholder requirements.
• Identify improvement opportunities that enhance service quality, reliability, efficiency, and customer value.
• Coordinate implementation of agreed improvement initiatives with relevant technology teams.
• Monitor improvement outcomes and evaluate realized benefits.

5. Problem Management & Service Reliability

• Support problem management activities to identify recurring incidents and underlying service issues.
• Facilitate root cause analysis and coordinate the development of corrective and preventive actions.
• Monitor problem resolution activities and ensure agreed actions are tracked through completion.
• Recommend improvements that reduce recurring issues and strengthen overall service reliability.

6. Business & Technology Service Alignment

• Engage with business stakeholders to understand service requirements, expectations, and performance concerns.
• Facilitate coordination between business and technology teams to ensure services support operational needs.
• Translate business expectations into measurable service requirements and improvement priorities.
• Promote effective communication and transparency regarding service performance and improvement activities.

7. Service Governance & Operational Excellence

• Establish governance mechanisms to monitor the effectiveness and consistency of service management practices.
• Review service performance, operational issues, improvement initiatives, and service risks with relevant stakeholders.
• Support standardization of service management practices across Technology.
• Identify opportunities to improve service efficiency and operational excellence.

8. Service Management Capability & Continuous Improvement

• Provide subject matter expertise and advisory support on IT Service Management practices.
• Promote awareness and adoption of effective service management methodologies across Technology.
• Share knowledge, standards, and lessons learned to strengthen service management capabilities.
• Evaluate opportunities to enhance service management processes, reporting, and ways of working.

9. Policies, Processes & Procedures

• Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
• Comply with all relevant safety, quality, and environmental management policies, procedures, and controls to ensure a healthy and safe work environment.

10. Information Security

• Comply with all relevant information security practices and standards to ensure data integrity and confidentiality.

JOB SPECIFICATIONS

Academic and professional qualifications

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, Engineering, Business Administration, or a related discipline.

Years and Nature of Experience

• 6–8 years of experience in IT Service Management, Technology Operations, Service Performance Management, Service Governance, or related domains.
• Experience in service level management, SLA monitoring, service performance measurement, and service reporting.
• Experience developing and monitoring service improvement plans and supporting problem management activities.
• Experience working with business and technology stakeholders to define service requirements and resolve performance issues.
• Strong understanding of service management frameworks, operational performance, continuous improvement, and service governance practices.
• Strong analytical, stakeholder management, problem-solving, reporting, and communication skills.

VERSION TRACKING

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